Method and apparatus to determine network quality

ABSTRACT

Aspects of the invention may involve systems and methods. A system may score the experience of accessed services. The system may include a probe connected to a telecommunications network and configured to transmit metrics at regular intervals. The system may also include a network monitor configured to: receive data from the probe, transform the received data into key performance indicators, generate a set of key quality indicators based on the key performance indicators, categorize one or more subscribers, and calculate a Quality of Experience index based on the categorized subscribers.

FIELD OF INVENTION

The present invention relates to network performance and morespecifically to determining telecommunication network quality.

SUMMARY

Aspects of the invention may involve systems and methods. In oneembodiment of the invention, a system may exist to score the experienceof accessed services comprising: a probe, the probe connected to atelecommunications network, the probe configured to transmit metrics atregular intervals; and a network monitor comprising one or moreprocessors, the network monitor configured to: receive data from theprobe, transform the received data into key performance indicators,generate a set of key quality indicators based on the key performanceindicators, categorize one or more subscribers as one of: satisfied,tolerating, or frustrated based on the key quality indicators, andcalculate a Quality of Experience index based on the categorizedsubscribers, wherein the Quality of Experience Index is then aggregatedby at least one of subscribers, devices, locations, or applications,wherein when a poor Quality of Experience index is calculated,automatically indicating a possible root cause of a problem andidentifying if the poor quality of experience is due to issues in a userdevice, in an access network, in a core network or in a content providerserver.

In another embodiment of the invention, a method may exist to score theexperience of accessed services, the method comprising: receiving, by anetwork monitor, data from one or more network probes, the one or moreprobes located on a telecommunications network; transforming, by thenetwork monitor, the data received from the network probes into keyperformance indicators; generating, by the network monitor, a set of keyquality indicators based on the key performance indicators;categorizing, by the network monitor, one or more subscribers as one of:satisfied, tolerating, or frustrated based on the key qualityindicators; and calculating a quality of experience for each of thecategorized subscribers, aggregated by at least one of subscribers,devices, locations, or applications, wherein when a poor quality ofexperience is calculated, automatically indicating a possible root causeof a problem and identifying if the poor quality of experience is due toissues in a user device, in an access network, in a core network or in acontent provider server.

BRIEF DESCRIPTION OF THE DRAWINGS

The foregoing and other features and advantages of the invention will beapparent from the following, more particular description of variousembodiments, as illustrated in the accompanying drawings wherein likereference numbers generally indicate identical, functionally similar,and/or structurally similar elements. The first digits in the referencenumber indicate the drawing in which an element first appears.

FIG. 1 depicts an example telecommunication network;

FIG. 2 depicts an example block diagram showing telecommunication probesand a central processing location;

FIG. 3 depicts an example workflow of an embodiment of the invention;

FIG. 4 depicts example probe placement on a network and sample feeds;

FIG. 5 depicts an example categorization of transformed metrics;

FIG. 6 depicts an example QoE Index calculation; and

FIG. 7 depicts an example computer system that may be used inimplementing an illustrative embodiment of the present invention.

DESCRIPTION OF THE EMBODIMENTS

Illustrative embodiments are discussed in detail below. While specificembodiments are discussed, it should be understood that this is done forillustration purposes only. In describing and illustrating theembodiments, specific terminology is employed for the sake of clarity.However, the embodiments are not intended to be limited to the specificterminology so selected. A person skilled in the relevant art willrecognize that other components and configurations may be used withoutdeparting from the spirit and scope of the embodiments. It is to beunderstood that each specific element includes all technical equivalentsthat operate in a similar manner to accomplish a similar purpose. Theexamples and embodiments described herein are non-limiting examples.

As used herein, the term “a” refers to one or more. The terms“including,” “for example,” “such as,” “e.g.,” “may be” and the like,are meant to include, but not be limited to, the listed examples. Theterm “product” may refer to both products and services.

Some embodiments of the invention may provide or utilize some or all thefollowing components:

-   -   Wireless device may be a term used to describe a mobile device        used to make a telephone call or access data using a wireless        telecommunications network. A wireless device may be, for        example, a mobile phone, a smartphone (e.g., Android phone,        iPhone, Microsoft Windows phones, Blackberry, etc.), a tablet        (e.g., iPad, Surface, Android device, etc.), a computer, a        laptop, a camera, a videogame console, or other device that may        connect to a wireless telecommunications network.    -   Global System for Mobile communications (GSM) is an        international standard for the interaction of wireless device on        a telecommunications network including radio base stations.    -   Code Division Multiple Access (CDMA2000) is a 3G technology that        may be an alternative to GSM and UMTS, for example.    -   Universal Mobile Telecommunications System (UMTS) is a 3G        technology that may be an alternative to CDMA2000, for example.    -   Long Term Evolution (LTE) is a 4G technology.    -   WiFi or wireless LAN (WLAN) provides a wireless network for        communication of wireless devices that may use, for example,        IEEE 802.11 standards.    -   Public Switched Telephone Network (PSTN) the original telephone        switching network based on wire line technology (a VOIP network,        for example, may interconnect with a traditional PSTN network).    -   Voice over IP (VOIP) is a set of technologies used to implement        voice or video calls over a packet switched IP (internet)        network as opposed to a dedicated PSTN.    -   A call detail record (CDR) may be an record that is        automatically generated on completion of a telephone call or        data session (e.g., SMS, Internet access, phone on, phone        connect to the network, acquiring new base station, or any        normal transactional process associated with the mobility        management and usage of the application or call protocol        layers). A CDR may be related to call events and/or data        sessions.    -   A transaction detail record (TDR) may be an automatic record        generated on the completion of a transaction on the        telecommunications network not normally associated with a call        (e.g., a SMS, a data session, a phone registering on the        network). The TDR may contain at least the same attributes as        the CDR. A TDR may contain more transactional data (e.g.,        registering a phone on a network) than a CDR.    -   x-Detail Record (xDR) or detail record may be a term used to        describe a generic call or transaction detail record and may        cover both a CDR and TDR. The detail records may include        information and attributes such as telephone numbers of        requesting and receiving devices, location of devices,        communication paths used (e.g., base station, signal towers),        network element, time, GGSN, SGSN, handset, APN, cell        technology, radio technology (e.g., 2/3G), roaming type,        country, carrier, source number, destination number, destination        category, destination nature of address, destination numbering        plan, OPC/DPC, release location, routing natr, routing numbering        plan, source category, source natr, source numbering plan,        teleservice information, transmission media requirement, trunk,        quality attribute (e.g., call success), mean opinion score        (e.g., the quality voice transmission), The detail records may        include a quality indicator of some sort, a success ratio of the        transaction (e.g., “did my registration on the network succeed        or not”), and/or a scalar value (e.g., “I received 10 Mbit/s        throughput on web browsing).” These metrics may be presented in        the detail records alongside other attributes such as the cell,        network element, application, user identifier, handset        identifier, etc.    -   User equipment (UE) may be a term used to describe a device used        to make a call, access data on a telecommunications network,        etc. A UE may be a handset, a wireless device, an application,        and/or other device that connects to a telecommunications        network (e.g. a credit card swiping machine in a store).    -   Probes (e.g., Telecommunications probes or multi-service probes        (MSP)) may generate CDR, TDR, or xDRs and transmit to a landing        zone. Probes may analyze data transmitted by UE and other        equipment on a network.    -   Landing zone may be a centralized computer system that may        receive xDRs from probes. The landing zone may execute software        implementations of various network analysis algorithms.    -   Core Network may be a central part of a telecommunications        network that provides services to subscribers connected by the        Access Network.    -   Access Network may be a part of a telecommunications network        that connects subscribers to a service provider.

In telecommunications networks, whether fixed (e.g., land line voiceand/or data) or mobile (e.g., voice, sms, and/or data), situations mayarise where users may not be able to achieve an intended objective(“quality of experience”, QoE) through the combination of UE (e.g., amobile or fixed line phone, a VOIP handset, or application running on acomputer) and the service provided on a network maintained by atelecommunications service operator. Unlike voice services, for example,whose evaluation of QoE is standardized, there is a lack of objectivemethods applicable to data traffic accessed in mobility.

The solutions available today are based on the concept of installingsoftware agents on subscribers' devices (e.g., UE) and performingmeasurements about the perceived QoE. However, such approach may havethe following drawbacks that limit the scope of their adoption on alarge-scale basis. (1) Privacy issues: subscribers normally do not likethe concept of having an application installed by the Mobile Operatorthat will detect and report on every activity carried on Internet. (2)Specific authorization from subscribers to install such applications ismostly required in every country in the world so doubts are about thereal acceptance from the whole customer base of such solution. Further,if the acceptance level is low, the obtained results will not havestatistic relevancies. (3) Such applications should periodically senddata to a central server consuming bandwidth and traffic volumes thatthe subscribers may be paying for, which is another reason to notinstall them on own devices.

The activities that may be impaired may include, for example, theability to initiate or connect a telephone call and/or data session(e.g., congestion on the network); ability to complete a call and/ordata session that has already started, (e.g., the call drops due to aradio network issue); ability to initiate a connection with the 2G, 3G,4G, etc. mobile network; ability to complete a data session that hasalready started (e.g., the connection to the internet service drops);ability to complete the sending of a text message; ability for a mobiledevice to register on a roaming network; ability for a mobile device toconnect to a mobile network upon switching on of the device, ability fora mobile device to continue to stay in communication with the mobilenetwork as the mobile device moves from one mobile base station (e.g.,cell tower) to another. Generally, the classes of activity which may beimpaired include making calls, texting, maintaining phone in contactwith mobile network, ability to access applications (e.g., web browsing)once a data session is established, and the ability to establish andmaintain the session once started.

In one embodiment, the number of users that are experiencing impairedevents may be automatically recorded with the distinction that thenumber of distinct users affected by all problems may be measured allthe time. The events may be measured (e.g., observed) from one or morexDRs and recorded along with the number of affected users in a database.

Probes that can decode the telecommunications protocols on the networkand can record the events in the form of call or transaction detailrecords may be placed on the network. Data (e.g., call or transactiondetail records) from the probes may be supplied to one or more computingsystems.

In one embodiment, a passive monitoring system may be provided to scorethe Quality of Experience (QoE) of users accessing mobile data servicesthrough various protocols (e.g., HTTP), by means of collection andcorrelation of, for example, multiple parameters available on 3G/4GControl and User Plane interfaces at GGSN/S-GW sites.

A computational model may be provided to passively correlate measurableparameters from live mobile data traffic as detected in the CoreNetwork, and score the overall Quality of Experience (QoE) by means of asingle index, for example. The model may provide, for example, automaticidentification of possible impairments affecting QoE located in theAccess Network or the Core Network, or external to the network beingmonitored (e.g., remote servers of content providers or Internet).

The computational model may objectively assess the QoE and correlate,for example. (1) Network dependent factors including all the proceduresinvolved in the data access in mobility (therefore not only the specificapplication/service but also other procedures like network access,authentication, etc.) (2) Users expectation based on their profile (“ifI pay more I expect more”). (3) Context of use (Private vs. Business).(4) Application-specific factors.

The obtained QoE metric may be adopted by Mobile Network Operators (MNO)for the following purposes. (1) To drive strategic company decisions.For example, understanding the QoE means to understand how yoursubscribers are using the network and what experience they may bereceiving. This may be important information for the definition of theMNO's strategy. (2) As complementary information for Business andSubscribers Intelligence. Current billing systems allow collection ofuser information on how a subscriber uses a network, but they lack theexperience information to properly evaluate the probability of churn.(3) For Network Planning To focus the investments to improve QoE intothe areas where the high paying customers are, and enhance theperformances of the applications they use. (4) For Network Supervisionand Operations. For example, monitoring the network from the samestandpoint as subscribers (e.g., looking to subscriber experience andnot only to the performance of the infrastructure).

The QoE should be scored on more than just the application's responsetime. As described herein, the QoE includes calculations suitable formobile networks and to provide a root cause identification of thepossible reasons of QoE degradation.

FIG. 1 shows an example converged telecommunication network 100including CDMA (mobile), UMTS (mobile), LTE (4G), and PSTN for use withan illustrative embodiment. Converged telecommunication network 100depicts connections as lines between communicating devices on thenetwork. Probes 110-1, 110-2, 110-3, 110-4, 110-5, 110-6, 110-7, 110-8,110-9, 110-10, 110-11, 110-12, and 110-13 may be deployed to interceptcommunication between network devices (e.g., between the lines shown innetwork 100) to record any event on the network regardless oftechnology. The devices on Network 100 may connect as shown in the linesand probes 110-1, 110-2, 110-3, 110-4, 110-5, 110-6, 110-7, 110-8,110-9, 110-10, 110-11, 110-12, and 110-13 may monitor communicationthrough, devices such as, for example, STPs (signaling transfer point)in SS7, session border controllers in VOIP, SGSN/GGSNs (serving GPRSService Nodes/Gateway GPRS Service Node) in UMTS and/or PGWs (PacketGateways) in LTE. User device 120-1, 120-2, and 120-3 (e.g., UE,wireless device, etc.) may provide an end point for communications.

FIG. 2 depicts an example block diagram showing telecommunication probes110 and a central processing location 210. Block diagram 200 depictsprobes110, central database server 210 (e.g., central processinglocation), network 220, and telecommunications network 230. Network 220and telecommunications network 230 may be the same network and eithernetwork may be a WAN, for example. The central database server 210 mayreceive and collate multiple xDRs from multiple probes110. The xDRs maybe loaded and stored on one or more databases for analysis. The centraldatabase server 210 may be one machine or multiple machines and may bedispersed in multiple locations. The central database server 210 may belocated, for example, in the cloud. Probes 110 may interface withtelecommunication network 230 (e.g., via optical/electric IP interfacecards) and record, for example, call, application, and/or transactiondetail records. Probes110 may also connect to network 220 and send, forexample, call, application, and transaction detail records to thecentral database server 210. The central database server 210 may receiveand store data from one or more probes110 and may calculate user impact.The central database server 210 may continuously or periodically monitorand calculate the current status of the telecommunications network 230.Telecommunications network 230 and network 220 may include both mobileand fixed telecommunications.

Probes 110 may generate call or transaction detail records (CDRs/TDRs).The CDRs or TDRs may be received and analyzed to detect problems on atelecommunications network 230. One or more attributes (e.g., number offailed sessions attribute) of the CDRs/TDRs may be analyzed to determinenetwork problems.

Probes 110 may be, for example, pieces of equipment that connect to amobile network (e.g., telecommunications network 230) and may examinepackets (or other discrete pieces of information) flowing on network230. Information on the network 230 may be, for example, related tosetting up an event on telecommunications network 230 (e.g., theestablishment of a telephone call,) or related to transporting thepayload of the session (e.g., voice or data) from UE 120 to the network230. One embodiment of the invention probes all events on the network230.

Probes 110 may simultaneously monitor voice, video and/or data servicesin all major mobile and fixed networks. Packets may be captured viainterface cards supporting, for example, 10 Gb interfaces witharchitectural support for at least 40 Gb and 100 Gb bandwidth volumes.

In one example, a network flow may include a user making a 4G call on amobile device (UE) 120. The call may get handed over to 3G (e.g., theuser drops out of 4G coverage cells) and then this call may be handedoverseas via the public switched telephone network (e.g., the wirelinenon VOIP network) to a destination mobile operator and finally toanother UE. Each of these hops may be monitored using probes110. Theremay be many hundreds or even thousands of probes on the network.

xDRs (e.g., CDRs and TDRs) may be produced on an ongoing automatic basisby probes 110. The xDRs may be output to a file system on probes 110 ormay be transmitted to another location (e.g., database, emailaddress(es), etc.). Probes110 may include, for example, a computerrunning, at least, a probing application.

xDRs may vary in format according to which part of the network they aregenerated on. The part of the network that they are recorded on may bereferred to as a ‘network interface,’ for example.

xDRs may have the following high level fields, for example:

-   -   Time, Subscriber Identifier, Event type, Error Code, Dimension1,        . . . , DimensionN

In the above example, the TDR may contain a time indicator indicatingwhen an event took place.

The subscriber identifier may be a unique identifier for a user of thetelecommunications network 230. For example, an international mobilesubscriber identity (IMSI) (e.g., printed on your SIM card in the 2/3Gnetwork), a telephone number or even an IP address. The subscriberidentifier may be a field that uniquely identifies the subscriber.

The event type may identify a type of user initiated and/or networkinitiated event the xDR records (e.g., a telephone call, a data session,a registration on the network, etc.). The number of different eventtypes may be in the thousands.

The error code may identify where the event type succeeded or not, andif it did not succeed what caused the error. For example, whenregistering onto a SIP network, if the error code attribute is non-zero,then an error has occurred with the process. There may be many possibleerrors reported by the network or the device itself. For example, error404 in internet browsing indicates that the website being accessed bythe device is not found. Each protocol examined by probes may have aunique set of error codes covering abnormal possibilities. These errorcodes may be defined, for example, in the 3GPP specifications for UMTS,and for each protocol there may be an individual set of specificationsfrom standards bodies. Thousands of abnormal error codes may exist.

The error code field may also contain an indicator of a poor scalarvariable such as, for example, voice quality, throughput of data,success ratios of aggregated events, etc. The error code should not be atransactional code from the network or from the UE. In the case ofscalar measurements, for example, probes 110 may for every call,transaction and/or event in progress, use qualitative and statisticaltechniques to determine the quality of service. For example, in HTTP,probes 110 may measure the number of bytes downloaded, and the timetaken to do this. The quality metric derived here may be throughputwhich is the number of bytes downloaded divided by the time taken. Inanother example, probes 110 may monitor the quality for each call inprogress using statistical techniques based on the number of packetslost and/or the delays in the network, and use this to create a MOSscore that rates call quality (e.g., on a scale between 1 and 5). Forerror code measurements, these may be returned in the transactions thatare received either from the UE or from the network. In the example ofcongestion, the network may respond to a request to make a call with‘Too much congestion.’ Whereas a UE may transmit a similar message toindicate that it was no longer able to complete downloading a segment ofdata, such as an interrupted web session. In these cases the actualcodes may be sent across the network and originate from one of thenetwork elements and/or from the UE

Dimension1, . . . , DimensionN may refer to a xDR type having its ownlist of unique fields that are related to the xDR but may vary from onenetwork interface to another. These may be used as a set of scandimensions.

In one example, for a wire line SS7 call the xDR may have the followingDimension fields: Originating Point Code, Destination Point Code, and/orTrunk. Originating/Destination Point code may be a unique address of thenetwork elements in the voice network (e.g., similar to IP addresses inan IP network). Trunk may be an identifier of a circuit for voiceflowing through the network.

In another example, for a 3G data session the xDR may have the followingDimension fields: Handset Type, Website visited, and/or Cell Identifier.For example, handset type may contain iphone 4s', website visited maycontain ‘www.facebook.com,’ and cell identifier may be the uniquenumeric identifier given to the connected cell tower by the network.

In the above examples, dimension1 . . . dimension may vary, but a commonfeature may be that these dimensions may be used in the case/root causeanalysis (e.g., the scanning phase) to identify possible causes of aninitial spike of bad experiences for a set of subscribers, for example.

xDRs may be transferred automatically to a central location called, forexample, a landing zone or central database server 210. Central databaseserver 210 may include a file system, database, or other digitalrepository on one or more computers or computer systems. At the centrallocation, an application server may house both the landing zone and forexample, a Customer Experience Monitor (CEM) application. The CEMapplication may process xDRs in an automatic fashion as xDRs arereceived and/or periodically (e.g., every n seconds, where n may beconfigurable).

Accessing data services in mobility is complex because involving variousprotocol procedures each of them can affect positively or negatively theoverall experience, although many protocol procedures are fullytransparent to the subscriber because they are provided in thebackground by the network nodes to, for example, the user device 120.However, a single indicator (the QoE index) may correlate all theaspects that are visible through passive probing, that is, analyzing thereal network traffic without the need of installing any software agentinto the user device 120.

FIG. 3 depicts an example workflow of an embodiment of the invention. In310, data collection may be occurring. Metrics may be collected by, forexample, probes 110. The metrics may be related to all protocolprocedures executed between the user device 120 and telecommunicationsnetwork 230. From 310, flow may move to 320.

In 320, the metrics may be aggregated or transformed into keyperformance indicators. The key performance indicators may include, forexample, a number of attempted calls/sessions, a total number of failedcalled/sessions due to a network and/or to a user. From 320, flow maymove to 330.

In 330, the key performance indicators may be aggregated or transformedinto key quality indicators. The key quality indicators may include, forexample, a Authentication Success Rate, a DNS Failure Rate, a SessionCut-Off Ratio and, in general, any KQI defined by InternationalStandards or internally by the Mobile Network Operator as part of itsstrategy to measure the QoE. From 330, flow may move to 340.

In 340, correlating the key performance indicators, the activity of eachsubscriber may be categorized. The categories may include, for example,the following three groups. (1) Satisfied: where response times are fastenough to satisfy the user who is therefore able to concentrate fully onthe work at hand, with minimal negative impact on his/her thoughtprocess. (2) Tolerating: response times are longer than those of thesatisfied zone so the user notices how long it takes to interact withthe system. However, the response times are not high enough to, bythemselves, threaten the usability of the application. (3) Frustrating:user becomes unhappy. Casual user is likely to abandon a course ofaction while a “production” user may cancel the task. From 340, flow maymove to 350.

In 350, the Quality of Experience Index may be derived based oncorrelating the samples in the categories from 340. Depending on therequired purpose, such index may be reported by relevant dimensions suchas single subscriber, groups of subscribers, mobile devices,applications, services, and/or network location. Accordingly, a QoE maybe calculated for a specific set of dimensions.

FIG. 4 depicts example probe 110 placement on an example network andsample feeds. Techniques described herein may interface with probes 110(e.g., passive probes) deployed at various locations (e.g., points ofobservations) on the network. Probe 110 shown in FIG. 4 is placed at anexample location on a network (e.g., between SGSN and GGSN networkdevices). Note that FIG. 4 refers to a 3G network but the same conceptis applicable also to other networks (e.g., 4G networks).

The probes may periodically generate information into xDR files relatedto the activity of each single subscriber and covering, for example, thefollowing procedures. (1) GTPv1 and/or GTPv2 (a pre-requisite to allowthe subscriber to access the network). (2) Diameter for userauthentication. (3) DNS for addresses resolutions. (4) User Planesessions (at a minimum visibility of the HTTP transactions that aretoday more than 90% of the traffic, but concept can be extended to anytype of specific data services, e.g., YouTube, etc.). (5) E2Etransaction starts (e.g., TCP 3-way handshake) and transaction stops.(6) Data transfers.

In one embodiment, probes 110 may generate one distinct feed perprocedure type containing one or more records per each detectedsubscriber accessing the network. These feeds may be scheduled forspecific times or at various time intervals (e.g., every 5 seconds, 30seconds, 1 minute, 5 minutes, 30 minutes, 1 hour, etc.) The format andthe content of such feeds may be applicable to any feed that the MobileNetwork Operator (MNO) may have already in place through existingprobes, for example. The accuracy of the resulting QoE scoring willdepend on the number and completeness of the available feeds. Thevarious probes currently on the market may provide disparate type ofdata.

FIG. 5 depicts an example categorization of transformed metrics. In oneembodiment, a set of indicators may be generated that may be used tocategorize subscribers into one of three satisfaction zones, serviceaccessibility 510, service retainability 520, and service performance530. FIG. 5 depicts an example of KPI/KQI categorization applicable to,for example, a 3G network and specific to the service of web browsing,for example. In FIG. 5, example KPIs are listed under the example KQI'sof: service accessibility 510, service retainability 520, and serviceperformance 530. KQI may be defined by international standards and as aresult may be an extensive list. Further, the techniques may be fullycustomized for other types of technologies (e.g., 4G) and/or services(i.e. Youtube, Facebook, Skype, etc.). KPI and KQI and the respectiveformulas may be fully configurable and adaptable to any networkingtechnology. The various components of FIG. 5 may be assigned differentweights depending on the value of the metric to the quality measurementand/or satisfaction zones. As example, an Authentication Success Rateequal or greater than 99% will categorize those subscribers in thesatisfaction zone “Satisfied” while a value less than 95% willcategorize the subscribers as “Frustrated”. Note that such weights mustbe fully configurable.

In one embodiment, formulas may be applied to categorize each subscriberas Satisfied, Tolerating, or Frustrated within the interval time whenthe measurement occurs, upon the detected procedures. The formulas mayaccount for network parameters (e.g., response codes of the variousprotocol procedures, response times, etc.) but also subscriber-relatedinformation (e.g., type of customer, type of contract and applicationaccessed). This allows for formulas that may better adapt to theexpectations of each subscriber. As example, a subscriber that is payingfor a guaranteed bandwidth (sometime referred to “Gold” subscription)must be categorized as Frustrated if the contractual obligations interms of speed are not met. However, a subscriber that is just payingfor a “best effort” subscription (meaning that the network will try tooffer the best bandwidth but without any guarantee) should becategorized as “Satisfied” if he was able to access the service althoughthe data transfer speed was not the top one.

The formulas may be easily configured as each MNO may have its owndefinition about how to calculate the satisfaction levels of itssubscribers, but whatever the formula will be, at this stage of theanalysis, we will obtain that each subscriber has been categorized asSatisfied, Tolerating or Frustrated for each of the KQI groups(Accessibility, Retainability and Performance).

For each categorization, the number of the respective samples may alsobe recorded as it may be required in the final formula to obtain the QoEIndex.

The following are example formulas that may be applied (note, thetechniques described herein are not limited to the formulas below as theKQI groups are configurable).

Categorizing upon Service Accessibility

Diameter Success Rate (ratio between Attempts and Successful):

DIAM-SR => 99% SSZ = “S” 95% <= DIAM-SR <= 98% SSZ = “T” DIAM-SR <95%SSZ = “F”

PDP Context Success Rate (ratio between Attempts and Successful):

PDP-SR => 99% SSZ = “S” 95% <= PDP-SR <= 98% SSZ = “T” PDP-SR <95% SSZ =“F”

Number of Samples to count for QoE-Index formula: the number of DiameterQueries and/or PDP Create according to the computed percentage. Forexample: we detect 10 “PDP Create” events and the SR was 50%: we willhave therefore 5 samples marked as Satisfying and 5 as Frustrated.

Categorizing upon the Service Retainability

PDP Context Drop Rate (PDP Delete issued only by Network, not by user)over the total PDP Context Created)

PDP-DR <20% SSZ = “S” 20% <= PDP-DR <= 50% SSZ = “T” PDP-DR >50% SSZ =“F”

Number of Samples to count for QoE-Index formula: counts the samples as“S,” “T,” or “F” according to the computed percentage. For example: wedetect 10 dropped sessions by network over a total of 20 PDP Create.PDP-SR is 50% so we count 10 samples as Satisfied and 10 as Frustrating.

Categorizing upon the Service Performances

Remote Server Accessibility Failure (TCP Handshake) Rate

TCP-SFR <= 20% SSZ = “S” 20% <= TCP-SFR <= 50% SSZ = “T” TCP-SFR >50%SSZ = “F”

Number of Samples: we detect 8 TCP handshake failure over a total of 10GET. TCP-SFR is 80% so SSZ=“F” and samples must be 2 as Satisfied and 8as Frustrating.

DNS Resolution Failure Rate (only for Network causes, not if user typeda wrong URL)

DNS-FR <= 5% SSZ = “S” 5% <= DNS-FR <= 50% SSZ = “T” DNS-FR >50% SSZ =“F”

Number of Samples: we detect 8 DNS failures over a total of 10. DNS-FRis 80% so SSZ=“F” and samples must be 2 as Satisfied and 8 asFrustrating.

Application Response Time:

HTTP-ART <= T1 sec SSZ = “S” T1 <= HTTP-ART <= (3 * T1) sec SSZ = “T”HTTP-ART > (4 * T1) sec SSZ = “F”

Number of Samples: the number of HTTP transactions. For example: wedetect 20 HTTP ASDR from DMS (they are the total samples): 10 areSatisfying because ART is less than 2 sec, 6 can be Tolerating and 4 canbe Frustrating.

Remote Server Failure Rate (5xx Response Codes over total GET):

HTTP-SFR <30% do not count any sample 30% <= HTTP-SFR <= 50% SSZ = “T”HTTP-SFR >50% SSZ = “F”

Number of Samples: we detect 8 5xx over a total of 10 GET. HTTP-SFR is80% so SSZ=“F” and samples must be 2 as Satisfied and 8 as Frustrating.

FIG. 6 depicts an example technique for a QoE Index calculation (e.g.,overall scoring). Once the subscribers are categorized as belonging toone of the 3 Satisfaction Zones, it may be possible to build the QoEIndex split by the required dimensions (e.g., Subscribers, Devices,Locations and Applications) depending on the required usage.

The quality of experience for each of the categorized subscribers iscalculated and aggregated by at least one of subscribers, devices,locations, or applications. When a poor quality of experience iscalculated, a possible root cause of a problem may be automaticallyidentified. An operator may be notified if the poor quality ofexperience is due, for example, to issues in a user device, in an accessnetwork, in a core network or in a content provider server.

Illustrative Computer System

FIG. 7 depicts an illustrative computer system that may be used inimplementing an illustrative embodiment of the present invention.Specifically, FIG. 7 depicts an illustrative embodiment of a computersystem 700 that may be used in computing devices such as, e.g., but notlimited to, standalone or client or server devices. FIG. 7 depicts anillustrative embodiment of a computer system that may be used as clientdevice, or a server device, etc. The present invention (or any part(s)or function(s) thereof) may be implemented using hardware, software,firmware, or a combination thereof and may be implemented in one or morecomputer systems or other processing systems. In fact, in oneillustrative embodiment, the invention may be directed toward one ormore computer systems capable of carrying out the functionalitydescribed herein. An example of a computer system 700 is shown in FIG.7, depicting an illustrative embodiment of a block diagram of anillustrative computer system useful for implementing the presentinvention. Specifically, FIG. 7 illustrates an example computer 700,which in an illustrative embodiment may be, e.g., (but not limited to) apersonal computer (PC) system running an operating system such as, e.g.,(but not limited to) MICROSOFT® WINDOWS® NT/98/2000/XP/Vista/Windows7/Windows 8, etc. available from MICROSOFT® Corporation of Redmond,Wash., U.S.A. or an Apple computer executing MAC® OS or iOS from Apple®of Cupertino, Calif., U.S.A. However, the invention is not limited tothese platforms. Instead, the invention may be implemented on anyappropriate computer system running any appropriate operating system. Inone illustrative embodiment, the present invention may be implemented ona computer system operating as discussed herein. An illustrativecomputer system, computer 700 is shown in FIG. 7. Other components ofthe invention, such as, e.g., (but not limited to) a computing device, acommunications device, a telephone, a personal digital assistant (PDA),an iPhone, a 3G/4G wireless device, a wireless device, a personalcomputer (PC), a handheld PC, a laptop computer, a smart phone, a mobiledevice, a netbook, a handheld device, a portable device, an interactivetelevision device (iTV), a digital video recorder (DVR), clientworkstations, thin clients, thick clients, fat clients, proxy servers,network communication servers, remote access devices, client computers,server computers, peer-to-peer devices, routers, web servers, data,media, audio, video, telephony or streaming technology servers, etc.,may also be implemented using a computer such as that shown in FIG. 7.In an illustrative embodiment, services may be provided on demand using,e.g., an interactive television device (iTV), a video on demand system(VOD), via a digital video recorder (DVR), and/or other on demandviewing system. Computer system 700 may be used to implement the networkand components as described in FIGS. 1, 2, and/or 4. Such as probe 110,device 120 and/or central server 210.

The computer system 700 may include one or more processors, such as,e.g., but not limited to, processor(s) 704. The processor(s) 704 may beconnected to a communication infrastructure 706 (e.g., but not limitedto, a communications bus, cross-over bar, interconnect, or network,etc.). Processor 704 may include any type of processor, microprocessor,or processing logic that may interpret and execute instructions (e.g.,for example, a field programmable gate array (FPGA)). Processor 704 maycomprise a single device (e.g., for example, a single core) and/or agroup of devices (e.g., multi-core). The processor 704 may include logicconfigured to execute computer-executable instructions configured toimplement one or more embodiments. The instructions may reside in mainmemory 708 or secondary memory 710. Processors 704 may also includemultiple independent cores, such as a dual-core processor or amulti-core processor. Processors 704 may also include one or moregraphics processing units (GPU) which may be in the form of a dedicatedgraphics card, an integrated graphics solution, and/or a hybrid graphicssolution. Various illustrative software embodiments may be described interms of this illustrative computer system. After reading thisdescription, it will become apparent to a person skilled in the relevantart(s) how to implement the invention using other computer systemsand/or architectures.

Computer system 700 may include a display interface 702 that mayforward, e.g., but not limited to, graphics, text, and other data, etc.,from the communication infrastructure 706 (or from a frame buffer, etc.,not shown) for display on the display unit 701. The display unit 701 maybe, for example, a television, a computer monitor, or a mobile phonescreen. The output may also be provided as sound through a speaker.

The computer system 700 may also include, e.g., but is not limited to, amain memory 708, random access memory (RAM), and a secondary memory 710,etc. Main memory 708, random access memory (RAM), and a secondary memory710, etc., may be a computer-readable medium that may be configured tostore instructions configured to implement one or more embodiments andmay comprise a random-access memory (RAM) that may include RAM devices,such as Dynamic RAM (DRAM) devices, flash memory devices, Static RAM(SRAM) devices, etc.

The secondary memory 710 may include, for example, (but is not limitedto) a hard disk drive 712 and/or a removable storage drive 714,representing a floppy diskette drive, a magnetic tape drive, an opticaldisk drive, a compact disk drive CD-ROM, flash memory, etc. Theremovable storage drive 714 may, e.g., but is not limited to, read fromand/or write to a removable storage unit 718 in a well-known manner.Removable storage unit 718, also called a program storage device or acomputer program product, may represent, e.g., but is not limited to, afloppy disk, magnetic tape, optical disk, compact disk, etc. which maybe read from and written to removable storage drive 714. As will beappreciated, the removable storage unit 718 may include a computerusable storage medium having stored therein computer software and/ordata.

In alternative illustrative embodiments, secondary memory 710 mayinclude other similar devices for allowing computer programs or otherinstructions to be loaded into computer system 700. Such devices mayinclude, for example, a removable storage unit 722 and an interface 720.Examples of such may include a program cartridge and cartridge interface(such as, e.g., but not limited to, those found in video game devices),a removable memory chip (such as, e.g., but not limited to, an erasableprogrammable read only memory (EPROM), or programmable read only memory(PROM) and associated socket, and other removable storage units 722 andinterfaces 720, which may allow software and data to be transferred fromthe removable storage unit 722 to computer system 700.

Computer 700 may also include an input device 703 which may include anymechanism or combination of mechanisms that may permit information to beinput into computer system 700 from, e.g., a user. Input device 703 mayinclude logic configured to receive information for computer system 700from, e.g. a user. Examples of input device 703 may include, e.g., butnot limited to, a mouse, pen-based pointing device, or other pointingdevice such as a digitizer, a touch sensitive display device, and/or akeyboard or other data entry device (none of which are labeled). Otherinput devices 703 may include, e.g., but not limited to, a biometricinput device, a video source, an audio source, a microphone, a web cam,a video camera, and/or other camera.

Computer 700 may also include output devices 715 which may include anymechanism or combination of mechanisms that may output information fromcomputer system 700. Output device 715 may include logic configured tooutput information from computer system 700. Embodiments of outputdevice 715 may include, e.g., but not limited to, display 701, anddisplay interface 702, including displays, printers, speakers, cathoderay tubes (CRTs), plasma displays, light-emitting diode (LED) displays,liquid crystal displays (LCDs), printers, vacuum florescent displays(VFDs), surface-conduction electron-emitter displays (SEDs), fieldemission displays (FEDs), etc. Computer 700 may include input/output(I/O) devices such as, e.g., (but not limited to) input device 703,communications interface 724, cable 728 and communications path 726,etc. These devices may include, e.g., but are not limited to, a networkinterface card, and/or modems.

Communications interface 724 may allow software and data to betransferred between computer system 700 and external devices.

In this document, the terms “computer program medium” and “computerreadable medium” may be used to generally refer to media such as, e.g.,but not limited to, removable storage drive 714, a hard disk installedin hard disk drive 712, flash memories, removable discs, non-removablediscs, etc. In addition, it should be noted that various electromagneticradiation, such as wireless communication, electrical communicationcarried over an electrically conductive wire (e.g., but not limited totwisted pair, CAT5, etc.) or an optical medium (e.g., but not limitedto, optical fiber) and the like may be encoded to carrycomputer-executable instructions and/or computer data that embodimentsof the invention on e.g., a communication network. These computerprogram products may provide software to computer system 700. It shouldbe noted that a computer-readable medium that comprisescomputer-executable instructions for execution in a processor may beconfigured to store various embodiments of the present invention.References to “one embodiment,” “an embodiment,” “example embodiment,”“various embodiments,” etc., may indicate that the embodiment(s) of theinvention so described may include a particular feature, structure, orcharacteristic, but not every embodiment necessarily includes theparticular feature, structure, or characteristic.

Further, repeated use of the phrase “in one embodiment,” or “in anillustrative embodiment,” do not necessarily refer to the sameembodiment, although they may. The various embodiments described hereinmay be combined and/or features of the embodiments may be combined toform new embodiments.

Unless specifically stated otherwise, as apparent from the followingdiscussions, it is appreciated that throughout the specificationdiscussions utilizing terms such as “processing,” “computing,”“calculating, ” “determining,” or the like, refer to the action and/orprocesses of a computer or computing system, or similar electroniccomputing device, that manipulate and/or transform data represented asphysical, such as electronic, quantities within the computing system'sregisters and/or memories into other data similarly represented asphysical quantities within the computing system's memories, registers orother such information storage, transmission or display devices.

In a similar manner, the term “processor” may refer to any device orportion of a device that processes electronic data from registers and/ormemory to transform that electronic data into other electronic data thatmay be stored in registers and/or memory. A “computing platform” maycomprise one or more processors.

Embodiments of the present invention may include apparatuses forperforming the operations herein. An apparatus may be speciallyconstructed for the desired purposes, or it may comprise a generalpurpose device selectively activated or reconfigured by a program storedin the device.

Embodiments may be embodied in many different ways as a softwarecomponent. For example, it may be a stand-alone software package, or itmay be a software package incorporated as a “tool” in a larger softwareproduct, such as, for example, a scientific modeling product. It may bedownloadable from a network, for example, a website, as a stand-aloneproduct or as an add-in package for installation in an existing softwareapplication. It may also be available as a client-server softwareapplication, or as a web-enabled software application. It may also bepart of a system for detecting network coverage and responsiveness.Computer system 700 may be used to create a general purpose computer. Ageneral purpose computer may be specialized by storing programming logicthat enables one or more processors to perform the techniques indicatedherein and the steps of, for example, FIG. 3. Computer system 700 ormultiple embodiments of computer system 700 may be used to perform thefunctions of, for example, central server 210.

Embodiments of the present invention may include apparatuses forperforming the operations herein. An apparatus may be speciallyconstructed for the desired purposes, or it may comprise a generalpurpose device selectively activated or reconfigured by a program storedin the device.

Embodiments may be embodied in many different ways as a softwarecomponent. For example, it may be a stand-alone software package, or itmay be a software package incorporated as a “tool” in a larger softwareproduct. It may be downloadable from a network, for example, a website,as a stand-alone product or as an add-in package for installation in anexisting software application. It may also be available as aclient-server software application, or as a web-enabled softwareapplication.

While various embodiments of the present invention have been describedabove, it should be understood that they have been presented by way ofexample only, and not limitation. Thus, the breadth and scope of thepresent invention should not be limited by any of the above-describedillustrative embodiments, but should instead be defined only inaccordance with the following claims and their equivalents. Theembodiments of the present invention that have been described above maycontain features that may be removed or combined between the describedembodiments to derive additional embodiments.

What is claimed is:
 1. A system for scoring an experience of accessedservices comprising: a probe, the probe connected to atelecommunications network, the probe configured to transmit metrics atregular intervals; and a network monitor comprising one or moreprocessors, the network monitor configured to: receive data from theprobe; transform the data into key performance indicators; generate aset of key quality indicators based on the key performance indicators;categorize one or more subscribers as one of: satisfied, tolerating, orfrustrated, based on the set of key quality indicators, to yieldcategorized subscribers; calculate a Quality of Experience index basedon the categorized subscribers; aggregate the Quality of ExperienceIndex by at least one of subscribers, devices, locations, orapplications, to yield an aggregated Quality of Experience; identify theaggregated Quality of Experience as a poor experience; indicate that apossible root cause of the poor experience is due to at least one ofissues in a user device, in an access network, in a core network, or ina content provider server.
 2. The system of claim 1, wherein the probeis passive.
 3. The system of claim 1, wherein the probe transmits dataat one minute intervals.
 4. The system of claim 1, wherein the probegenerates a data feed for each procedure type.
 5. The system of claim 4,wherein the procedure type includes: GTPv1, GTPv2, Diameter userauthentication, DNS for address resolutions, and user plane sessions. 6.The system of claim 1, wherein the probe generates one or more recordsfor each detected subscriber accessing the telecommunications network.7. The system of claim 1, wherein the set of key quality indicatorsincludes indicators in one or more performance zones: serviceaccessibility, service retainability, and service performance.
 8. Thesystem of claim 7, wherein the one or more performance zones includeservice accessibility, service retainability, and service performance.9. A method for scoring an experience of accessed services, the methodcomprising: receiving, by a network monitor, data from one or morenetwork probes, the one or more network probes located on atelecommunications network; transforming, by the network monitor, thedata received from the one or more network probes into key performanceindicators; generating, by the network monitor, a set of key qualityindicators based on the key performance indicators; categorizing, by thenetwork monitor, one or more subscribers of the accessed services as oneof: satisfied, tolerating, or frustrated, based on the set of keyquality indicators, to yield categorized subscribers; and calculating aquality of experience for each of the categorized subscribers, to yieldcalculated quality of experiences; aggregating the calculated quality ofexperiences by at least one of subscribers, devices, locations, orapplications, to yield an aggregated quality of experience measurement;identifying the aggregated quality of experience measurement as a poorexperience; indicating that a possible root cause of the poor experienceis due to at least one of issues in a user device, in an access network,in a core network, or in a content provider server.
 10. The method ofclaim 9, wherein the one or more network probes are passive.
 11. Themethod of claim 9, wherein the one or more network probes transmit dataat one minute intervals.
 12. The method of claim 9, wherein the one ormore network probes generate one data feed per procedure type.
 13. Themethod of claim 12, wherein the procedure type includes: GTPv1, GTPv2,diameter user authentication, DNS for address resolutions, and userplane sessions.
 14. The method of claim 9, wherein the one or morenetwork probes generate one or more records for each detected subscriberaccessing the telecommunications network.
 15. The method of claim 9,wherein the set of key quality indicators include indicators in one ormore performance zones.
 16. The method of claim 15, wherein the one ormore performance zones include service accessibility, serviceretainability, and service performance.